About A-to-z Guarantee

The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a Marketplace seller. Our guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.

What do I need to know before requesting an A-to-z Guarantee Refund?

Before you request an A-to-z Guarantee Refund, please contact the seller and allow 48 hours for them to respond. In most cases, you will receive a reply from the seller much sooner. If the seller has not responded within 48 hours, you can request an A-to-z Guarantee Refund. This guarantee applies only to purchases made on the Amazon.ae website from a third-party seller. If you need help with an item sold by Amazon Global Store or a Marketplace item delivered via Prime, contact us

When do I qualify to request a refund?

You may be eligible to request a refund if any of the following apply:

  1. You have not received your package and three days have passed since the estimated delivery date or the tracking shows a package is delivered.
  2. You received an order that is different than expected and have requested a return with the seller.
  3. You returned your item with a trackable shipping method and the seller has not issued you a refund.
  4. You can request a refund up to 90 days after the maximum estimated delivery date.
  5. The A-to-z Guarantee does not cover digital items, payments for services or stored value instruments. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-z Guarantee.
  6. The item you received was damaged, defective, materially different, or you changed your mind and you returned it in line with Amazon's return policy but you have not been refunded or the refund was in the wrong amount. You must (1) file a return request within 15 days from receipt of the item and (2) the return marked accepted by return courier within 14 days from arranging the return with the seller. The refund amount you are entitled to is included below.
    Return reason What is refunded?
    Product cost Original shipping cost Return shipping cost
    Item was damaged, defective, or materially different Y Y Y
    Any other reason (restocking fees may be deducted from the total refund) Y Y N

  7. The seller agreed to issue a refund or replace the item and you have not been refunded, the refund was in the wrong amount or the replacement wasn't sent.
  8. You were not satisfied with the quality of the eligible services performed by the marketplace seller.
  9. You want to return an item internationally and the seller does not (1) provide a return address within the UAE, (2) provide a pre-paid return label, or (3) offer a full refund without requesting the item be returned.
  10. You have been charged extra (for example, by customs authorities for a shipment to the UAE) in addition to the purchase and dispatch price you have paid, and the seller did not cover those costs.

How can I request a refund?

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select your problem from the list.
  4. Select Request refund.
  5. Enter your comments in the text box.
  6. Select Submit.

We will send you an email notification within 1-2 weeks once we determine whether you are eligible for a refund.

How can I check my refund request status?

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. View the status of your Guarantee Refund

How can I appeal a denied refund request?

If your refund request was rejected, you can submit an appeal within 30 calendar days.

To appeal a denied A-to-z Guarantee Refund:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Appeal decision and follow the prompts to explain your reason of appeal.
  4. Enter your comments in the text box.
  5. Select Submit.

We will send you an email notification within a week once we determine whether you are eligible for a refund.

How can I cancel a refund request?

If the seller resolves your problem or you no longer need a refund under the A-to-z Guarantee, you can cancel your refund request.

To cancel your A-to-z Guarantee Refund:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Cancel request.
  4. Enter your comments in the text box.
  5. Select Submit.

Once a refund request is cancelled, it cannot be reopened. You can contact us if you accidentally cancel a refund request.

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